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The stakes for hospital organization: users' point of view

The stakes for hospital organization: users' point of view

Sante Publique 15(4): 437-448

In France, a hospital must rely upon its patients' perspectives and other users' points of view in order to set objectives for the improvement in the organisation of care and services provided. This article presents the principle learnings from a study conducted on the users' perception of their care received at a university hospital centre. Three main results surfaced: a strong expectation of consideration which was common among all users; the significance of the care's context as a determining factor in the users' opinion on the care received: and finally, the level and investment of consideration expected by the users simultaneously concerns a number of tasks, namely medical care and follow-up services, the moral and emotional relationship of the hospital's staff with the users, the catering and cleaning services, the emergency services and the hospital's check-out procedures and conditions. This third point could serve as mandatory principle in any project aiming to improve the operation of a hospital's structure and the organisation of services and care.

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Accession: 050736462

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PMID: 14964012

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